Applicable Scope
This guide applies to Gate Web
Before you start: Ensure you have an active P2P order and have attempted to contact the counterparty
Estimated time: 5 mins
Objective
This guide will walk you through how to submit and withdraw a complaint for a pending P2P order on Gate Web.
Steps
Step 1: Navigate to the Complaint Page
On the P2P order page, click [Have questions?] to initiate the complaint process.
Step 2: Choose Issue Resolution Method
Select one of the following options based on your situation:
- [Contact the counterparty]: Attempt to resolve the issue through direct communication
- [Report the counterparty]: Use this option if the counterparty engages in malicious behavior
- [I no longer wish to trade with this person]: Add the counterparty to your blocklist
- [I have other issues]: Select this option to submit a formal complaint requiring platform assistance
Step 3: Submit Your Complaint
On the complaint page, select the reason for your complaint from the dropdown menu. Upload relevant evidence including payment screenshots and chat records. Click [Submit] to complete your complaint submission.
Step 4: Provide Required Evidence
Submit appropriate evidence based on your role in the transaction:
| Required Evidence | For Buyers / For Sellers |
|---|---|
| Transaction records and video verification | Ensure the following information is clearly visible: a. You can successfully log in to your banking app. Biometric login is acceptable. If using password login, start video verification from the two-factor authentication page. b. Navigate to the account page, showing your full name and bank account number clearly. c. Go to the transaction history page. d. Display the transaction amount, recipient/payer name, and payment date and time. |
| Official Bank Statement | Make sure the official bank statement issued by your bank clearly shows the following information for the relevant transaction, and submit it in PDF format: a. Your account name b. Your account number c. Transaction details d. Counterparty account information. e.Transaction amount |
Step 5: Withdraw a Complaint (If Needed)
If you need to withdraw your complaint, locate the [Withdraw the appeal] button at the bottom-right corner of the order details page. Click the button and confirm your action in the pop-up window to complete the withdrawal.
Notes
- The P2P customer support team will join the order chat within the estimated time and process complaints on a first-come, first-served basis.
- Gate is not responsible for asset losses caused by users failing to take required actions within specified timeframes.
- Gate is not responsible for asset losses from private transactions conducted outside the Gate P2P platform.
- All P2P transactions must be conducted through Gate's official P2P trading platform.
- Product features, interfaces, rules, and fee structures may be updated at any time.
FAQ
Q1: When should I submit a complaint instead of contacting the counterparty directly?
A: Submit a complaint when direct communication with the counterparty has failed to resolve the issue, or when the counterparty is unresponsive to your messages.
Q2: What evidence should I provide to support my complaint?
A: Provide transaction records with video verification showing your banking app login, account information, and transaction details. Official bank statements in PDF format are also accepted and should clearly show your account details, transaction information, and counterparty information.
Q3: Can I cancel my complaint after submitting it?
A: Yes, you can withdraw your complaint before the customer support team begins processing it by clicking the [Withdraw the appeal] button on the order details page and confirming your decision.
Q4: How long will it take for customer support to review my complaint?
A: The P2P customer support team processes complaints on a first-come, first-served basis. The team will join your order chat within the estimated timeframe and provide assistance based on the queue order.
Disclaimer
The content provided herein is for reference and educational purposes only and does not constitute any financial, investment, trading, or legal advice, nor does it constitute an offer or solicitation to buy or sell any digital assets. Gate makes no express or implied representations or warranties regarding the accuracy, completeness, or timeliness of the information contained herein. Product features, interfaces, rules, and fee structures may be updated or adjusted at any time. Please refer to the latest announcements and the actual information displayed on the Gate platform for the most accurate details.
Digital asset investments involve significant risk, and prices may fluctuate substantially. You may lose the entire amount of your investment. Please make decisions cautiously based on your own financial situation and risk tolerance after fully understanding the associated risks. If necessary, you are advised to consult an independent professional financial or legal advisor.
For more information about potential risks, please refer to Gate's Risk Disclosure and User Agreement.
